Service Desk Manager

Tampa, Florida, USA

  • Seniority Level: Intermediate
  • Industry: Information Technology & Services
  • Job Functions: Information Technology
  • Benefits Offered: 401K, Dental, Medical, Vision
  • Employment Type: Full-Time
  • Compensation: $65,000 to $75,000 Annually
  • Education Requirements: Bachelor’s degree or equivalent experience.


We are seeking a Service Desk Manager to build a career with our growing team.


  • Develop and maintain a knowledge base of the evolving products and services, and help develop corresponding procedures to streamline service delivery.
  • Develop, monitor and enforce KPI’s within service delivery in ConnectWise Manage PSA.
  • Develop a deep understanding of overall objectives, role and functions of each service team member. Ensure the objectives and requirements are clear and agreed upon by all team members.
  • Coordinate delivery and implementation of services that meet quality assurance standards. Assist service team in design and development tasks.
  • Organize and manage all phases of service delivery to ensure timeliness and effectiveness of services being rendered.
  • Drive problem investigation and resolution as required.
  • Ensuring that risks are identified, communicated, and mitigated and that services are delivered successfully through to production.
  • Serve as a liaison between business and technical aspects of service delivery.
  • Handle customer escalations, inquiries and complaints.
  • Provide information about our products and services where applicable and assist in training service team on new initiatives, tools and technologies.
  • Assist in the recruitment, training and performance review process of service delivery teams.


  • Previous experience in customer service, sales, or other related fields.
  • A understanding of technical concepts including cloud, virtualization, storage, telecommunications, and a willingness to further develop skills in this area.
  • Ability to build rapport with clients both internal and external across all roles, titles and technical levels.
  • Ability to prioritize, multitask and manage time effectively.
  • Excellent written and verbal communication skills.

Equality for All at IT Support Guys

Be yourself. That’s who we’re hiring. Our culture celebrates and supports the difference that makes each of us unique.

IT Support Guys is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, gender, family status (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Company website:
Company address: 2709 N Rocky Point Dr, Suite 104, Tampa, FL 33607
Posted date: 4/22/2020
View all Jobs at IT Support Guys